Course description
Customer Service Skills - In Company
The primary aims of this one-day instructor-led course are to refine communication skills and revitalise the attitudes necessary for excellent customer care. It also assists participants in interacting with customers over the telephone in a productive and positive manner. The initial contact is a crucial moment to establish credibility, and it is essential to make a positive and lasting impression every time. This course will ensure participants project the professional and polished image the organisation desires, whether in face-to-face interactions or on the telephone.
Upcoming start dates
Outcome / Qualification etc.
This course will benefit staff who have direct contact with customers or clients and who wish to improve their customer contact or reception and telephone skills.
Training Course Content
Why Customer Care
- Survival in today’s competitive market
- Customer levels of expectation
- The increasing importance of the “Human Factor”
- Customer profile – common denominators
- How attitudes change
- Different behaviours and personality types
The Customer Journey
- Making the first impression really count
- Maintaining the highest level of professionalism
- Best Customer Practice standards of excellence
- Codes of Behaviour
Strategies for handling the more demanding customer
The Power of Communication
- Telephone and reception basics
- Word power, Tone and Attitude
- Techniques for building rapport
- Transmitting and recognising Body Language
- Telephone best practice standards
- Active listening skills
Turning Problems into Opportunities
- Putting things right when they go wrong
- Solving customer problems
- Handling complaints
- Pooling knowledge to improve efficiency
Making a commitment to getting it right
- Maintaining a positive attitude and high energy
- Individual and team accountability
- Looking to the future
Why choose Keys Training
Over 25 years’ experience of delivering quality Microsoft & Business Skills training.
All Trainers are Microsoft Certified or equivalent.
Scheduled Public and Tailored In-house training throughout the UK.
Reviews
Average rating 5
Loved the training today
Enjoyed how this course focused on the needs of the education sector
Expenses
Number and currency up to 8 attendees: £745.00
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Keys Training
Keys Training® provides a Business Skills Training Service throughout the UK. We specialise in delivering one-day instructor-led courses that cover Microsoft Office and Personal Development Skills. Our training courses can be delivered on your site, at one of our venues...
this course was bespoke to us